Telstra are reinventing retail – creating new ways for customers to interact with their brand. A critical step involved piloting a new Discovery store concept in Sydney, before rolling out the change countrywide. However, despite having toolkits and models for retail staff behaviours, front-line people leaders and trainers were experiencing a challenge in demonstrating the vision of an authentic customer experience. Already a trusted advisor to Telstra, we knew we could bring the human element to this training, help staff understand what the experience of the future should look, feel and sound like and deliver a program that would scale countrywide.
Our thorough discovery helped Telstra clarify their needs, identify the audience, pinpoint where else our solution could be applied and addressed the requirements of stakeholders. Knowing our audience – front line people leaders, trainers and retail staff, we determined that reflective narrative was the most appropriate solution, with film being a flexible and efficient execution, especially as it would be accessible to large groups. There was also a need for our deliverable to scale easily across a range of channels for ongoing self-directed learning.
Through our deep understanding of the wider learning solution we were able to design and produce a series of 19 films that seamlessly integrated with the themes of Telstra’s new staff learning program. In addition, we supplemented the films with comprehensive learning guides – widening the potential for the programs to apply to Telstra’s learning frameworks, perspectives and leadership models. This was so successful that it, in turn, had a profound influence on the final direction of Telstra’s development program.
"It was great working with Simon and the team at Be to create a suite of training videos for our retail stores. From the first meeting, it was obvious that Simon cared about the outcomes – the difference this would make to our people. With this focus and his commitment to quality, Simon was uncompromising in his approach to delivering the very best solution for our business. Simon conducted this project as if it was his own – as if he worked with us, not for us. Every step of the way, from scoping and design, through the planning, script construction, actor selection, to filming, editing and final delivery, Simon ensured we were getting the best outcomes possible. The Be team exceeded our expectations – can definitely recommend!" – Telstra Project Officer